Good day,

the casino has received all the required documents for verification from me.

They really want an Iban/Swift account statement from me, even though I deposited via ewallet.

I sent the bank statement anyway, now they complain that the BIC is not visible...

You can use the Iban to find out the lockcer.

I've been waiting for verification since the beginning of March, but the casino never tells me if something isn't right, I always have to ask afterwards.

Can you help me or fix it?

Kind regards

Sayhan

Guten Tag,

das Casino hat alle erforderlichen Dokumente für eine Verifizierung von mir erhalten.

Sie wollen unbedingt einen Kontoauszig mit Iban/Swift von mir haben, obwohl ich per Ewallet eingezahlt habe.

Den Kontoauszug habe ich trotzdem geschickt, jetzt wird bem?ngelt, dass der BIC nicht zu sehen sei...

Anhand der Iban kann man das lockcer herausfinden.

Ich warte jetzt bereits seit Anfang M?rz auf die Verifzierung, aber das Casino teilt mir nie mit, wenn irgendwas nicht passt, sondern ich muss jedes mal hinterherfragen.

K?nnen Sie mir da helfen, bzw das regeln?

Mit freundlichen Grü?en

Sayhan

Hello Sayhan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Hiperwin Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? When was the last time the casino responded to you in any way? Did you use any bonus money to accumulate your current balance? Did the casino ever explain the long delay in the verification?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I started by registering at the casino. That must have been about 4 weeks ago.

I always get answers in the chat. No, I did not use any bonus money.

I'm always told that something is missing.

Now the BIC is missing from my bank statement. The fact that I send my account statement at all, even though I use e-wallets, is still okay. The Iban is on it, but the casino still refuses to recognize my bank statement.

Hallo Nick,

Mit der Anmeldung im Casino habe ich damit begonnen. Das muss etwa 4 Wochen her sein.

Antworten bekomme ich immer im Chat. Nein, ich habe kein Bonusgeld verwendet.

Mit wird immer gesagt, das irgendwas fehlt.

Jetzt fehlt der BIC auf meinem Kontoauszug. Das ich überhaupt meinen Kontoauszug schicke, obwohl ich E-Wallets verwende ist ja noch in Ordnung. Die Iban steht drauf, trotzdem weigert sich das Casino meinen Kontoauszug anzuerkennen.

Hello Sayhan,

Could you please forward the documents which are getting rejected by the casino. If possible, please forward them to [email protected].

Also could you please update us regarding the status of your verification? Which documents are still required?

Hello Sayhan,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

I forwarded the account statements to you long ago.

The verification is confirmed again and again.

And if I then want to pay out, the payout is canceled and some document is required again...

This time I am supposed to confirm my already verified Skrill account AGAIN.

This all seems like a joke

Die Kontoausüge habe ich Ihnen l?ngst weitergeleitet.

Die Verifizierung wird immer wieder best?tigt.

Und wenn ich dann auszahlen m?chte, wird die Auszahlung abgebrochen und es wird wieder irgendein Dokument verlang...

Diesmal soll ich mein bereits verifiziertes Skrill-Konto NOCHMAL besst?tigen.

Das wirkt alles wie ein Witz

Thank you Sayhan for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Sayhan,

I looked at your complaint and will do my best to help you. I would like to invite Hiperwin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification, please?

Dear Sayhan,

We hope all is well on your end.

We want to congratulate you on your winnings and I can assure you that from our side, once everything is in order, your withdrawal can be paid out.

Please know that I have personally reviewed your account, the verification documents requested were all due, the bank account information was also required to be able to pay out, since withdrawals can not be processed through Skrill in this case.

I have also personally reviewed the emails you have sent us in the past and I am unable to find the Skrill verification document.

I have been able to find however, emails sent on the 22nd,24th,25th of April and also Yesterday, where we have outlined that we need you to send us the Skrill verification document. In these emails we are also asking you to clarify the reason for VPN usage as this is against our terms and conditions. We have not yet received any reply from you about this matter.

Kindly get back to us with the above information and document and we will be able to assist you further.

In the meantime we hope that if you have any questions or assistance required, you refer to us directly in order to sort it out.

Thanks and regards,

Matt,

Customer Support Management

Good day,

I sent the document twice via chat and once via email.

Each time it says it can't be found.

how come

Attached is a screenshot of my last email from April 30th, 2022 WITH the requested proof.

Why do you need the screenshot if you say no payment can be made via Skrill?

In yesterday's email they are asking about my VPN for the FIRST TIME .

Yes, I use it as part of my virus protection.

It's not against the law and I didn't pay attention to that when I bet with you.

I'll pay attention to that in the future.

Guten Tag,

das Dokument habe ich 2x per Chat und 1x per Mail gesendet.

Jedes Mal wird danach behauptet, es k?nne nicht gefunden werden.

Wie kommt das?

Anbei ein Screenshot meiner letzten Mail vom 30.04.2022 MIT dem angefordertem Nachweis.

Warum brauchen Sie den Screenshot, wenn Ihrer Aussage nach keine Auszahlung per Skrill stattfinden kann?

In der Email von gestern fragen sie zum ERSTEN Mal nach meiner VPN.

Ja, die nutze ich im Rahmen meines Virenschutzes.

Das ist gesetzlich nicht verboten und ich habe nicht darauf geachtet, als ich bei Ihnen gewettet habe.

In Zukunft werde ich darauf achten.

We would like to ask the Hiperwin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Sayhan,

Thank you for getting back in touch with us.

As noted in my previous message, we are happy to assist you with your withdrawal request! We want you to be able to enjoy our site, deposit and withdraw without issues. We do infact process countless withdrawals every single day.

We have looked into your emails as well as the chats you have with us and have not found the attachment. The last chat linked to your account was almost a month ago, on the 22nd of April. We can not find your Skrill verification document either. You will need to reply to the last email we have sent you on the 5th of May so this can be sent to our Verification Team.

Whilst VPN usage is not illegal, it is a breach of the terms of service agreed to when registering on our site, which are the 'laws' when it comes to your activity and behaviour on site. Given this, you will need to reply to the email from 5th of May, we will need the required document and the reason for VPN usage directly on that email.

Should you have any questions please do not hesitate to come to us on Live Chat and we can get the document verified faster most likely.

Thank you,

Customer Support Management

I have now replied to the mail of May 5th.

I also entered the reason for the VPN there.

The fact that you "cannot find" my documents makes me doubt your professionalism.

Also, the fact that the verification can only run if I reply to this one specific email doesn't speak for you.

In addition, I have now AGAIN uploaded the document in the chat.

I would like to know that the whole thing is finally over now and get my money.

Ich habe jetzt auf die Mail vom 05. Mai geantwortet.

Auch habe ich die Begründung für die VPN dort eingetragen.

Das Sie meine Dokumente "nicht finden" k?nnen, l?sst mich an Ihrer Professionalit?t zweifeln.

Auch, dass die Verifizierung nur laufen kann, wenn ich auf diese eine spezielle Mail antworte spricht nicht für Sie.

Zus?tzlich habe ich jetzt NOCHMAL das Dokument im Chat hochgeladen.

Ich m?chte die ganze Sache dann jetzt endlich beendet wissen und mein Geld bekommen.

Dear Sayhan,

Thank you for your reply and thank you for the email.

We are making use of Zendesk which is a platform for communication. The document was not found from my end, however just for reference, all emails are linked to a ticket number.

We have taken note of your VPN usage reason, also escalated your Skrill verification document and sent the information to the respective department.

Please take note of the email we have recently sent you, our Verification Team have now requested one more verification document.

Please do understand that we are required to verify all our customers, including their basic details, payment methods, and more. This is for safety, security and business requirements.

We do appreciate your patience and co-operation.

Thank you ever so much,

Customer Support Management

No, I no longer understand it.

Why don't you ask about it directly ?

Why do I keep having to send something and then you ask for something else?

I have via Skrill on 19.03. paid in!

You have the screenshot of my Skrill account.

Here is a screenshot AGAIN, this time with the payment to you.

I'm negatively surprised at how poorly this works for you.

Nein, ich habe kein Verst?ndnis mehr dafür.

Wieso fragen Sie nicht direkt danach?

Warum muss ich immer wieder was schicken und danach verlangen Sie nach etwas Anderem?

Ich habe per Skrill am 19.03. eingezahlt!

Den Screenshot meines Skrill-Kontos haben Sie.

Hier NOCHMAL ein Screenshot, diesmal mit der Zahlung an Sie.

Ich bin negativ überrascht, wie schlecht das bei Ihnen funktioniert.

Hi Sayhan,

The Verification team has reviewed your account and asked for the document verifying your payment method.

After reviewing we can see you have been asked to provide proof of ownership for the card that you used to deposit on our site. The information is better outlined in the email we have sent you.

This is in accordance with the regulations, laws, and security processes we have in place. You will need to provide the proof of ownership so we can assist you further with your query. I can understand that it would have made the process faster if the card was requested earlier, given this, I personally apologise for any delay with this matter.

Moving forward however, we still require this document for verification purposes, the skrill document will be used to verify the withdrawal payment method.

Should you have any other questions please do not hesitate to contact us.

Thanks and regards,

Customer Support Management

It has finally been paid off.

The case can therefore be closed

Thanks to the Casino Guru team!

Es ist jetzt endlich ausgezahlt worden.

Der Fall kann daher geschlossen werden,

Danke an das Casino Guru Team!

We are really happy to hear that!

Again we apologies for any delay Sayhan.

Thanks,

Customer Support Management

Dear Sayhan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com